Job Description – IT Field Services Manager

Reporting to: Director IT Operations
Location: Cedar Rapids, IA
Department: Information Technology

Build and lead a team responsible for reliable technology operations at job sites nationwide. Ensure consistent deployment standards, rapid response capability, and exceptional end-user support for field crews.

Core Responsibilities

• Oversee all jobsite IT setup and operations (trailers, Mobile Office Site boxes, Starlink, LTE, etc.).
• Standardize the Mobile Office Site (MOS) field IT kit (firewall, switch, access point, UPS) and maintain configuration baselines.
• Manage site mobilizations, cutovers, relocations, and decommissions.
• Coordinate with networking, Intune/M365, and cybersecurity teams for compliance and endpoint readiness.
• Build and maintain the knowledge base and SOP library for repeatable deployments.
• Supervise and mentor regional field technicians.
• Track asset inventory and field kits via Freshservice (ITAM).
• Monthly Reporting, incident metrics, and SLA adherence, etc.
• Ensure field deployments meet performance, reliability, and security standards.
• Coordinate with vendors for connectivity, logistics, and field service support.

Required Skills

• Strong networking background (firewalls, routing, wireless).
• Desktop and mobile device management expertise (Windows, iOS, Android).
• Experience with Starlink, Cradlepoint, or equivalent cellular/WAN solutions.
• Field operations experience (construction, oil & gas, or industrial preferred).
• Excellent communication and customer service skills.
• Ability to work in physically demanding jobsite environments.
• Experience producing and maintaining technical documentation and SOPs.
• Strong problem-solving capability in remote and resource-limited environments.

Soft Skills

• Clear, direct communication style; able to translate technical issues into operational impact.
• Adaptability and resourcefulness when facing changing field conditions.
• Leadership and mentoring ability to develop field technicians into a high-performing team.
• Strong customer service orientation with empathy for field operations.
• Calm, steady presence under pressure and during critical outages.
• Ability to drive process consistency and continuous improvement across regions.

Performance Metrics

• Jobsite connectivity, uptime and reliability.
• SLA adherence for deployments, relocations, and incident response.
• Quality and completeness of documentation and asset management.
• Field technician performance, training completion, and development.
• End-user and field leadership satisfaction scores.

Experience

• Minimum of 7 years of IT experience, including at least 3 years in field services, networking, or infrastructure support.
• Bachelor’s degree in Computer Science, Business Administration, or a related field preferred.
• Demonstrated experience managing technicians or leading field deployments across multiple sites.
• Strong hands-on experience with WAN technologies including Starlink, LTE, VPN, and wireless systems.
• Proficiency with M365, Intune, and endpoint management in distributed environments.
• Proven ability to work effectively with project managers, superintendents, and field leadership.
• Preferred background in both technical and managerial roles within an IT service organization.
• Experience researching, evaluating, and implementing new technologies.
• ITIL v4 Foundations certification preferred.